Segregation of Duties Matrix

Avaya IP Office Platform
Customer Presentation
Agenda
Whats Happening in the Market
Midmarket Solution Overview
How Avaya Makes Customers More Successful
About Avaya IP Office
Closing Thoughts
2014 Avaya Inc. All rights reserved. 2

Midmarket Technology Trends
Supporting a distributed, mobile workforce
Workforce IT Trends IT Support

87% of business leaders Secure BYOD Limited IT staff
believe collaboration
improves productivity Virtualization / Minimize exposure
40% of information Infrastructure to risk
workers work remotely optimization
Employee-owned Avoid complexity

devices are standard in applications,
business equipment operations

What We Hear from
Organizations Like Yours
We have more
communicationbut fewer
people to handle it.
Our people need to work from

anywherebut we cant effectively
support itwe dont know whos
We rely on voice, e-mail, IM, available or how best to reach them.
mobile, etc., but they dont
work together.
We are paying more for communications, but

customer calls and messages are still falling
through the cracks.
Prioritizing Your Goals
Enable my mobile workers to

engage with colleagues and
customers more effectively
Make my team members more
productive
Deliver better customer
engagement
Lower my operating costs
Greater system resiliency
Simplify my administration
requirements

Did you know
A new Avaya solution can help you

Engage with your customers better
By making sure calls get through quickly to the
right person
Make team engagement more productive

By giving them the extra tools needed to stay connected
anywhere
Control costs and save money

By cutting out the time-wasting hassles that
keep employees from being productive

With a New Avaya Solution You Can
Engage with your customers better
Powerful skills-based routing options to get calls to the right

person quicklyeven if that person is remote
Go beyond voice by using web chat, email, and fax
Handle more calls with fewer people via self-service
Provide reporting tools to show you how well your business is
supporting customers

With a New Avaya Solution You Can:
Make your teams more productive
Loss of productivity caused
by employees who come
into work sick, dont
perform at full potential,
and pass along their
condition is known as
presenteeism.
Presenteeism productivity
losses can cost employers
as much as $21,000/year
per worker. Enabling
Keep employees instantly in touch with one- employees to work from
number reachability homewith the same level
of responsiveness and
Enable staff to work remotely while giving them accessibility as in the
access to all the same communications options as in officecan help prevent
the office lost productivity.
Enable your employees to use any mobile or home Kaiser Permanente, Controlling Presenteeism: A
phone as an office phone extension healthy and productive workforce is the solution,
February 2009

With a New Avaya Solution You Can:
Control costs and save money
Lower mobile phone and

telecommuter long-distance
charges by routing calls through
the system
Rely on a built-in conferencing

bridge to eliminate the need for
expensive third-party
conferencing services
Take advantage of the more

flexible and lower cost IP-based
voice network options

What Is the Avaya IP Office Platform?
A communications solution designed for growing businesses
Unifies communication: call handling,

messaging, conferencing, presence, IM, and
much more
Connects you with your customers: uses

the methods they want voice, SMS, web
chat, email, fax
Helps people work from anywhere:

integrates with your mobile, find
me/follow me

A Complete Solution for Midsize Companies
Based on the proven IP Office collaboration platform
Contact
Center Collaboration
Security Networking

Avaya IP Office
A Simple, Powerful Collaboration Solution
Virtualized software, dedicated server, or appliance
Supports the broadest range of endpoints

Did you know that IP Office has
Up to 512 ports
of meet-me
audio conferencing
Call recording and Integrated
playback web collaboration
Full site single # reach with IM,

resiliency without directory, and
additional licensing conference control
Up to 2500 users & Web-based

150 locations management
Mobile UC access
using PSTN and VoIP
networks
There is an IP Office to meet your customers needs
For robust larger scale team, mobile, and

IP Office
customer engagement with higher resiliency
Select on a software-based solution
Server For robust team, mobile, and customer

Edition engagement on a software-based solution
Preferred For robust team, mobile, and customer

Edition engagement on a simple-to-deploy appliance
Essential For essential team and mobile engagement on

Edition a simple-to-deploy appliance
Basic For simple individual engagement on a simple-

Edition to-deploy appliance
There is a User Solution Application for Every Worker
Choices Based On Job Function
Also available:
Receptionist
Customer Service Agent
Customer Service Supervisor
Power User Office Worker Basic User
IP Office User Solutions

All user solutions, except for Receptionist, require Preferred Edition software of higher. Customer service agent and supervisor require Contact Center.
Avaya IP Office Endpoints
The most choices
Premier, Flagship Hybrid Value-Based Telephony
1400 & 9500 Digital Sets 1600 IP Desk Phones

4, 8, and 16-button options Key-System Like Operation
Paper or paperless label options Paper Button Labels
Lower energy requirements 3, 8, and 16-button options
Same usability as IP Phones H.323 IP Telephony
9600 IP Desk Phones
Gigabit Ethernet with embedded Wireless Conference Phones
switch*
3-button, 8-button, and touchscreen
options
Color display*
H.323 or SIP
B100 Series Phones
Avaya OmniSound Technology
DECT & Wi-Fi Sets Super Wideband Audio
Small to large coverage areas Analog or IP
Standard and ruggedized options Small to large conference rooms and
executive suites
Avaya IP Office Endpoints
Reuse your phones and save!!!
Merlin Magix BCM
PARTNER
Integral
Merlin Legend
Norstar
For customers with (Nortel) BCM:
Popular third party UC apps and SIP trunking providers
with BCM are compliant with IP Office
Reuse existing
Easy to move your information (i.e. phone extensions,
desk phones. users, greetings, voicemail)
Up to 60% Savings
Team Engagement
Powerful Web Collaboration Solution
Integrates with IP Office

Audio Conferencing
Desktop/Application
Collaboration
Document sharing
White Boarding
Supported on Preferred Edition, Server Edition, and IP Office Select

Team Engagement
Integrated Meet-Me Audio Conferencing
View roster list
Selectively mute participants
Add & Drop participants
Access via desktop, browser,

tablet, smartphone

IP Office System Administration
Management Designed for Simplicity
Web-based access
simplifies administration
Deploy mobility with a
single click
Context-sensitive help
reduces time searching
Fast, easy upgrades
Centralized Management and Centralized Licensing

Reduce time for Day-1 provisioning of users
User provisioning via LDAP

synchronization
Can be run on-demand or

as a scheduled job
Supports customized
provisioning rules
User field synchronization screen
Supported on IP Office Select

IP Office Resiliency
High-availability without high costs and complexities
Every site has an

Secondary
Server automatic backup
Primary
Server
Location 2 Active calls stay
connected
No idle hardware
Headquarters
Location 3 No additional
licenses
Location 4
Highly-Resilient Architecture
3rd Party Desktop Application Integration
Embed Avaya UC in the applications you already use
Supports popular applications

Lync
Outlook
Salesforce.com
The capabilities you need

IM/Presence*
Click-to Call
Directory integration
*Note: IM/Presence supported with Outlook and Lync integrations

IP Office Support Services
Maximum uptime and software upgrades
Includes software upgrades

No additional charge
Flexible coverage options
8-5, 24x7, parts replacement
Easy, server-based pricing
Keeps things simple
Remote access efficiency
For faster response times
Ensure your system is properly protected from the unknown

Customer Use Cases
Situation: Working from the Situation: Working from home Situation: on-the-go sales
office or hotel person
Expectation: To be able to Expectation: Workers at Expectation: Customers never
communicate with the people home, hotel, or other have to know where you are
who no longer work in the locations can conduct to know how to reach you
office business just as if they were in
the office Reality: Most rely on cell
Reality: Currently office phone and desk phone
workers must rely on non-real- Reality: Typically has to rely on depending on the day. Its also
time communication personal phone and email just difficult to reach experts at
to talk to the office. the office
Customers are even harder to
talk to.
Dynamic Markets Consumer Research, 12/13, Computerworld, 1/23/14
The Enabled Office Worker
Business Impacts and Stats
Receptionist can easily

connect customers to Did you know
remote sales reps 69% of people who call a
business will hang up
rather than leave a
message1
Stay connected at the desk, 40-50% of cellular calls are
on the sales floor, in the made and received while
the user is in the office and
warehouse in range of Wifi
60% of devices reported by
information workers are
used for both work and
Embed communications in personal purposes
the applications you already
have
A More Customers reach the
right person on the
Productive first try
Office
Just because you are Employees spend less
in the office, doesnt time searching for
mean you have less numbers
demanding
communication Desktop applications
Take your needs. become
communication communications
to the next level enabled
The Enabled Office Worker

The Office Away From The Office
Did you know

Use your office number instead On average, 37% of
of a personal phone number executives work weeks are
spent away from their
primary work location.
40% of US information
Easily conduct conference calls workers work outside of
with the click of a mouse the office regularly or
occasionally.
59% of midmarket
companies have reduced
No hardware or software or planned to reduce office
installation required space because
flexible/remote workers
need fewer desks

Your Office, Keeps employees off
dangerous roads
Anywhere during storms.
Your location wont

slow down business
turn your iPad, PC, Trade commute times
mobile or home for productivity
phone into an office
extension
Work as if you are Recover days of lost
in the office productivity per
person, per year.
The Office Away From The Office

The Office On-The-Go
You control the customer Did you know that

experience 60% of devices reported
by information workers
are used for both work
Your sales person can control and personal purposes
sales situations 52% of all information

workers use 2 or more
devices for work
Your company controls the
40% identify cellular
number your customer calls phones as a primary
device used for business
communications

Your Mobile Connect to experts
Office back in the office
You dont have to be Know where and when

tied down to a desk to colleagues are
stay connected and available
accessible
Voice, IM,
Presence, Speed decision making
conferencing with conferences on
on-the-go the fly
The Office On-The-Go

Avaya IP Office
A simple, powerful unified communications system
Easy to World-class
deploy, Customer
use and Engagement
manage solution
Investment Highly reliable

Protection and resilient
Wealth of
features
Single or
for effective
multisite team
engagement
The flagship Avaya solution for midsize businesses

Avaya IP Office
Simple, Reliable, Proven Solution
Proven Track Record of Global

Success Reach
12 Million+ users worldwide
425,000+ systems worldwide
Avaya is #1 Worldwide SME
Systems*
25% Lower Total Cost of
Ownership Tolly Report

IP Office Mobility
Productivity for the Office On-The-Go
Turn your mobile phone into

your office phone
Tap on contacts to call or bring
them into a conference
Access your company directory
in the palm of your hand
Use IM and Presence to reach
the right people

IP Office Receptionist
The control panel for incoming calls
Deliver a professional reception

without compromise
Intuitive call handling can
support large call volumes
One receptionist can handle
multiple locations
See who is available to chat or
talk before transferring a call
Supported on Essential, Preferred, Server Editions, and IP Office Select

IP Office Teleworker
When your office is away from the office
Use your browser to turn any

phone into your office phone
IM & presence with the team
even if they are mobile
Set up and control conference
calls with the click of a mouse
Point-and-click access to call
recordings and voicemail

IP Office Call Recording
Flexible, integrated, and secure
Perfect for training and conflict

resolution
Browser-based access to
records
Powerful search filters
Ad-hoc or percentage calls in a
time period

IP Office 3rd Party Integration Solutions
Integrated Solutions Delivered with Partners
172 DevConnect partners

Off the shelf applications for all
industries
All DevConnect solutions are
certified with IP Office
IP Office uses the industry
standard TAPI interface

Work From Another Location
All the capabilities you need single, powerful interface
Federated presence with MS

Exchange, MS OCS, & GoogleTalk
contacts
Mute button for
active calls
MS Exchange calendar mining
Escalate IM to voice
conversation
Simple URLs
MyBuddy
Gadget tabs
Easy 3rd party gadget
integration
& more!
e.g. iGoogle
IP Office Supports Virtualized Deployment
Leverages VMware investment
Lowers costs by using shared

hardware
Turnkey install with
pre-configured OVA file
Add resiliency with second
physical or virtual server
Supported under VMware
vSphere 4.x / 5.x
Supported on Server Edition and IP Office Select

Avaya one-X Mobile Preferred
A richer mobile experience
IM/Presence Rich conference controls:

click-to-conference,
Wi-Fi, 3G/4G Connectivity
entry/exit notifications,
Visual Voice Mail moderator control
Geo-Presence Advanced user presence:
Conference Controls geo-location, calendar, on-
the-phone, follow user
Callback presence / availability
Follow a user
With Avaya, mobile workers can

locate peers anywhere, anytime
to make decisions in real time
Mobility rollout is as easy as 1-2-3
Administrator clicks a
box to enable mobility
Reduced
administration
IP Office sends an email
to the user Fewer helpdesk
calls
Click a link in an email to Less end-user

install and configure frustration

Avaya IP Office 3rd Party Integration
Microsoft Outlook
Click to call, IM,
or conference
Federate presence
with corporate, MS Visual voicemail
OCS/Lync, &
GoogleTalk contacts
Calendar mining
Easy to install no additional
servers required
Prime contacts
intuitive for your customers to use always on display
Increase consideration with no search required!
Microsoft SMEs

Avaya IP Office 3rd Party Integration
Salesforce.com
Make and
receive calls
Consultative or blind
transfers
Out of the box integration with IP Office

Place calls on / Simple plug-in appears in side bar of every SFDC page
off hold Enable your customers to personalize their service
Instant access to customer information
Microsoft Lync Integration
Click-to-call, telephony presence,
multi-call handling
Escalate from IM to Avaya phone
call
Calls can ring on a desk phone or go
through your PC
Lync sign-in, simple install
Works with Lync 2010 and 2013
clients
No Lync voice licenses required
Preserves the Lync user experience

Avaya IP Office Deployment Options
The flexible choices for your environment
Secondary
Exchange
Exchange
Primary
APP N
APP N
SQL
SQL
IP Office Server Edition Primary IP Office Server Edition Secondary
Add a second server

Add a server
Virtualize for server
primary scale Virtualize secondary server
for scale / resiliency
LAN/WAN
Retain appliance as a gateway, for

legacy phone support IP Office 500 v2
IP Office can be deployed on an appliance,

dedicated server(s), inside a virtual machine,
or any combination of these.
IP Office 500 v2

Segregation of Duties Matrix

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Avaya IP Office Platform

Whats Happening in the Market

Midmarket Solution Overview

How Avaya Makes Customers More Successful

About Avaya IP Office

2014 Avaya Inc. All rights reserved. 2

Workforce IT Trends IT Support

Employee-owned Avoid complexity

2014 Avaya Inc. All rights reserved. 3

Our people need to work from

We are paying more for communications, but

Enable my mobile workers to

2014 Avaya Inc. All rights reserved. 5

A new Avaya solution can help you

Make team engagement more productive

Control costs and save money

2014 Avaya Inc. All rights reserved. 6

Powerful skills-based routing options to get calls to the right

2014 Avaya Inc. All rights reserved. 7

2014 Avaya Inc. All rights reserved. 8

Lower mobile phone and

Rely on a built-in conferencing

Take advantage of the more

2014 Avaya Inc. All rights reserved. 9

Unifies communication: call handling,

Connects you with your customers: uses

Helps people work from anywhere:

2014 Avaya Inc. All rights reserved. 10

2014 Avaya Inc. All rights reserved. 11

Virtualized software, dedicated server, or appliance

Supports the broadest range of endpoints

Full site single # reach with IM,

Up to 2500 users & Web-based

For robust larger scale team, mobile, and

Server For robust team, mobile, and customer

Preferred For robust team, mobile, and customer

Essential For essential team and mobile engagement on

Basic For simple individual engagement on a simple-

Choices Based On Job Function

Customer Service Agent

Customer Service Supervisor

Power User Office Worker Basic User

IP Office User Solutions

1400 & 9500 Digital Sets 1600 IP Desk Phones

Integrates with IP Office

Supported on Preferred Edition, Server Edition, and IP Office Select

View roster list

Selectively mute participants

Add & Drop participants

Access via desktop, browser,

Supported on Preferred Edition, Server Edition, and IP Office Select

Centralized Management and Centralized Licensing

User provisioning via LDAP

Can be run on-demand or

Supported on IP Office Select

Every site has an

Supports popular applications

The capabilities you need

Supported on Preferred Edition, Server Edition, and IP Office Select

Includes software upgrades

Ensure your system is properly protected from the unknown

Receptionist can easily

The Enabled Office Worker

Did you know